One embodiment of a representative system for web integrated interactive voice response includes an interactive voice response system adapted to provide a plurality of voice menus to a user over a telephone and a graphical user interface system adapted to provide a plurality of menus in a graphical format to the user over a network connection. Information provided in the voice menus corresponds to information provided in the menus in the graphical format and is responsive to commands received by the graphical user interface system from the user. Other systems and methods are also provided.
Legal claims defining the scope of protection, as filed with the USPTO.
1. A web integrated interactive voice response system, comprising: a graphical user interface system adapted to provide a plurality of menus in a graphical format to the user, wherein the graphical user interface system is configured to: display a virtual representation of a called party to the user in a web page corresponding to the menus in the graphical format; alert the user with sensory feedback for a new action performed by the graphical user interface; and receive a signal from the user for selecting an option presented in the menus in the graphical format, the signal based on a biofeedback response from the user.
2. The system of claim 1 , further comprising: an interactive voice response system adapted to provide a plurality of voice menus to a user, wherein information provided in the voice menus corresponds to information provided in the menus in the graphical format.
3. The system of claim 2 , wherein information provided in the menus in the graphical format is responsive to commands received via the voice menus.
4. The system of claim 2 , further comprising: a web integrated interactive voice response system configured to check the accessibility of the network connection with respect to the user, and being further configured to instruct the graphical user interface system to provide the menus in the graphical format when a network connection with the graphical user interface system is accessible.
5. The system of claim 2 , wherein information provided in the interactive voice response system is in sync with information being displayed by the graphical user interface system.
6. The system of claim 2 , wherein a session associated with the interactive voice response system is initiated before a session associated with the graphical user interface system is initiated.
7. The system of claim 2 , wherein a session associated with the interactive voice response system is initiated after a session associated with the graphical user interface system is initiated.
8. The system of claim 2 , wherein a session associated with the interactive voice response system continues when a related session associated with the graphical user interface session is terminated and a session associated with the graphical user interface session continues when a related session associated with the interactive voice response system is terminated.
9. A method for providing an interactive response menu to a user, the method comprising: sending a graphical user interface format over a network to the user; display a virtual representation of a called party to the user in a web page corresponding to menus in a graphical user interface corresponding to the graphical user interface format; alert the user with sensory feedback for a new action performed by the graphical user interface; and receive a signal from the user for selecting an option presented in the menus in the graphical user interface format, the signal based on a biofeedback response from the user.
10. The method of claim 9 , further comprising: customizing information provided in the graphical user interface format according to information maintained in a profile database for the user.
11. The method of claim 9 , further comprising: sending a voice menu format to the user, wherein information provided in the voice menu format corresponds to information provided in the graphical user interface format.
12. The method of claim 11 , wherein the graphical user interface format is sent after a session involving the voice menu format is started, the method further comprising: checking for an accessible network connection associated with the user before sending the graphical user interface format.
13. The method of claim 11 , further comprising: pushing a web page corresponding to the graphical user interface format to the user based upon a telephone address being utilized by the user.
14. The method of claim 11 , wherein the voice menu format is sent after a session involving the graphical user interface format is started, the method further comprising: prompting the user to choose to interact via a voice menu format from a web page corresponding to the graphical user interface format.
15. The method of claim 11 , further comprising: routing a telephone call to the user based upon a network address being utilized by the user.
16. The method of claim 11 , wherein the information provided in the voice menu format is responsive to a command provided by a user via the graphical user interface format and vice versa.
17. The method of claim 11 , further comprising: linking a session involving a graphical user interface format with a session involving a voice menu format.
18. A non-transitory computer readable medium having a program for facilitating a graphical user interface menu format, the program when executed by a computer causes the computer to perform: sending a graphical user interface menu format over a network to the user; displaying a virtual representation of a called party to the user in a web page corresponding to menus in a graphical user interface corresponding to the graphical user interface menu format; alerting the user with sensory feedback for a new action performed by the graphical user interface; and receiving a command from the user for selecting an option presented in the menus in the graphical user interface menu format, the command based on a biofeedback response from the user.
19. The non-transitory medium of claim 18 , the program further performing: presenting audio information in response to the command in a voice menu format to the user, the audio information in the voice menu format corresponding to the graphical information in the graphical user interface menu format.
20. The non-transitory medium of claim 19 , wherein information displayed in a web page corresponding to the graphical user interface menu format is responsive to a command received from a user via the voice menu format.
21. The non-transitory medium of claim 19 , wherein the graphical user interface menu format is sent after a session involving the voice menu format is started, the program further performing: checking for an accessible network connection associated with the user before sending the graphical user interface menu format.
22. The non-transitory medium of claim 19 , wherein the voice menu format is sent after a session involving the graphical user interface format is started, the program further performing: prompting the user to choose to interact via a voice menu format from a web page corresponding to the graphical user interface menu format.
23. The non-transitory medium of claim 19 , the program further performing: linking a session involving a graphical user interface menu format with a session involving a voice menu format.
24. The non-transitory medium of claim 18 , the program further performing: customizing information provided in the graphical user interface menu format according to information maintained in a profile database for the user.
25. The non-transitory medium of claim 24 , wherein information displayed in the graphical user interface menu format is related to information being described in audio information corresponding to a voice menu format.
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December 19, 2007
December 13, 2011
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